Successful service delivery of mass sports programs in Malaysia

This research explores successful service delivery of Mass Sports programs by using an organisational effectiveness framework and Appreciative Inquiry approach. The main aim of this research was to determine the factors needed for successful service delivery of Mass Sports programs and to promote public participation in sports and physical activities. The context was the management and delivery of Mass Sports programs sponsored by the Malaysian government. Specifically, the objectives of this research were to: develop a set of descriptive performance indicators that measure successful service delivery of Mass Sports programs; determine the internal and external factors contributing to successful service delivery of Mass Sports programs; establish the organisational capabilities needed for successful service delivery of Mass Sports programs; and determine stakeholders‘ satisfaction level with the service delivery performance of Mass Sports programs by public sports organisations